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Callback Blocks

These blocks manage options, rules, and features for Callback. Depending on your environment, you will be using the blocks for either Callback V1 (previously referred to as just "Callback") or Callback V2.

You can't mix and match V1 and V2 blocks. You must use the version that is appropriate for your environment.

Use templates or modules — not both.

Genesys recommends that you avoid mixing templates and modules in callback applications. When planning your applications, decide whether you are going to use templates or modules, and then be consistent with your choice.

If you need to make changes to a template, clone all of the callback templates into corresponding modules, and then use those modules in your applications.

Callback V1 Blocks

Des palette callback v1.png

Use the links below to learn more about each block.


Specifies variables and rules for Callback.

Used in: Initialization, Assisted Service (Default-type applications only)

Callback Record

Prompts the caller to record their name (for Callback purposes).

Used in: Self Service

Callback V2 Blocks

Des palette callback v2 02.png

Use the links below to learn more about each block.

Book ASAP Callback V2

Books an ASAP ("as soon as possible") Callback on Genesys Mobile Services (GMS).

Book Scheduled Callback V2

Books a scheduled Callback on Genesys Mobile Services (GMS).

Callback Availability V2

Retrieves the scheduled callback availability from Genesys Mobile Services (GMS).

Callback V2

Offers callback and reconnects to the customer when an agent is ready.

Cancel Callback V2

Cancels an existing callback.

Check for Existing Callback V2

Checks if the customer's phone number already has an existing callback scheduled or queued in a particular Callback service in Genesys Mobile Services (GMS).

Validate Phone Number

Provides phone number validation and international phone number support for Callback V2.

Callback VQ Watermark

Checks the number of active callbacks that are currently queued for a specific virtual queue (VQ).


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This page was last modified on June 26, 2018, at 12:51.